Customer Service Representative

University Frames is dedicated to providing the best diploma frame product in the country! Our growing business is looking for a skilled problem solver to join our team as a Customer Service Representative (CSR). University Frames is calling for CSR, who is overall supporting our company via phone, typed-chat, and email. Through problem identification, troubleshooting, and resolution, CSR is required to provide innovative and exceptional customer handling following University Frames Guidelines. As a key member of the customer service team, CSR is expected to maintain University Frame's culture of excellence and commitment to quality in every aspect of their work.

Shift hours M—F but may vary to fit in the customer service department’s open hours.

· Respond to customer inquiries and provide first contact resolution of customer issues via phone, typed-chat, and email.

· Deliver timely and accurate responses to customer questions and requests.

· Take personal ownership of customer requests and maintain accountability for follow-through.

· Perform account maintenance, data entry, and order processing functions.

· Provide exceptional customer experience as measured through customer surveys.

· Provide proactive customer communications via phone, typed-chat, or email when necessary.

· Display a professional, positive, and enthusiastic demeanor to employees and customers.

· Maintain security and confidentiality of University Frame’s internal information and customer/account information.

· Escalate or refer issues beyond the scope of basic training and duties.

· Demonstrate a thorough understanding of departmental policies and procedures.

· Support University Frame’s account, payment, and technical related issues.

· Other duties as assigned.

Requirements:

• Team player with a positive attitude
• Available to work days, and weekends
• Comfort with using telephony related hardware and software
• Skilled with Microsoft Office
• Excellent attention to detail

Pluses:

· Previous call center or direct customer-facing experience

· Online market experience (Amazon, Walmart, etc.)

· Knowledge of QuickBooks software

· Adobe or any graphics background

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat

Work Remotely

• No

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